Internet Banking FAQs

Internet banking help centre

A complete range of how to's and step-by-step guides to help you with your internet banking at Heritage.

How do I register for Heritage Online?

If you aren't registered for internet banking yet, we'd be happy to help you– simply call us on 13 14 22 or visit your local branch. Alternatively, complete the Personal Internet Banking form or the Non Personal and Business Internet Banking form and return it to your local branch.

How do I reset my internet banking login password?

If you've forgotten your login password, or you are locked out of your account we'll need to speak to you to provide you a new password.

  1. Call us on 13 14 22 or visit your local branch.
  2. Get issued a temporary password.
  3. Login to Heritage Online on your desktop computer or mobile browser with the temporary password.
  4. Follow the prompts to set up a new password for your account. Make sure you log in within 7 days of receiving your temporary login password so that it does not expire.

Note: For your security, if your account is two-to-sign, two account holders will be required to complete and sign a form to reset your login password. Call us on 13 14 22  or visit your local branch for more information.

How do I reset my Pay Anyone password?

Heritage Online will give you three attempts at entering your Pay Anyone or Authorisation password before temporarily locking this password. If you've unsuccessfully entered your password three times, it will need to be reset by calling Heritage on 13 14 22. Visit our Internet Banking Help centre for more information. 

Can I download my transactions to external financial software?

Yes, you can download your Heritage Online transactions to external financial software. You can download your transactions for Quicken, MYOB, MS Money, Excel and Open Financial Exchange (OFX) format. You are also able to filter your transactions before performing the download.

Can I access Heritage Online and the Mobile Banking App overseas?

Yes, you can. Both Heritage Online and the Mobile Banking App are accessible whilst overseas.

Remember, if you have SMS Security set up, you won't be able receive texts from us overseas if your phone is in flight mode. Consider switching to a Pay Anyone password while you travel if your phone is going to be in flight mode. 

Are you travelling overseas soon?

Don't forget to let Heritage Bank know of your travel plans, including countries and dates for travel. 
  • Call us on 13 14 22
  • Talk to your local branch
  • Submit a secure enquiry after you login to Heritage Online or your Mobile Banking App.

Can I close an account with Heritage Bank online?

No, you cannot close an account with Heritage Bank online. If you'd like to close an account or loan with Heritage please visit our close an account help guide.

Can I view my BSB online?

Each account type you hold with Heritage has a different BSB. To view your BSB in internet banking, login to Heritage Online. The BSB for each of your accounts will be displayed on your internet banking home page next to each account type.

To view your BSB in your Mobile Banking App, login and select the account for which you'd like to view your BSB.

Note: Your account number is your member number.

There is also a listing of all possible BSB numbers for Heritage accounts accessible from here.

How can I view and print more transactions?

When logged into Heritage Online on a desktop or mobile browser, you can view and print more transactions for your account.

When you view transactions for one of your accounts and select 'Print' from the bottom of the transaction listing, this will print what is currently shown on your screen.

If you would like to view and print more transactions at a time, then please adjust the number of 'Items Per Page' in the 'Maintain Personal Settings' options found in the menu under the 'Settings' menu.

How much can I transfer using Heritage Online?

For security purposes, your account has daily limits on Heritage Online and Mobile App transfers and BPAY® payments. For the default limits that apply, please refer to the Fees and Limit Guide.

If you'd like to increase or decrease your transfer limits please refer to our Heritage Online Help Centre. 

What's different about Heritage Online for Business?

In addition to having all the features of personal internet banking, Heritage Online for Business allows you to securely submit and authorise payroll, creditor and debit batches over the internet.

Heritage Online for Business uses AES encryption as well as Vasco security token devices for the secure upload, authorisation and deletion of batches over the internet. The security tokens also allow a business to create authorisation rules to match their business needs.

One or more of multiple identities may be required to authorise a batch of transactions from different physical locations and this is easily achieved with these tokens and provides greater flexibility for your business. You are also notified automatically via email when a batch is nearing the requested processing date, if you have not yet authorised it.

Register for Heritage Online for your business today. 

What are the system requirements for internet banking?

To find out the system requirements and browser settings required for Heritage Online, visit this page. 

What is the virtual (floating) keyboard option on the login page?

The virtual (floating) keyboard is an option for you to use when logging into Heritage Online on your desktop computer. The virtual keyboard moves to a different section of the screen after each character is entered. 

The online security environment has changed a lot over the years since we first introduced the floating keyboard. We've continued to add other layers of security and now have an online banking system that protects customers without needing the floating keyboard.

We do know some customers appreciate having the option to keep using the floating keyboard, so it's still available in the desktop version when using Heritage Online.

How can I keep my internet banking more secure?

  • Keep your anti-virus software up to date.
  • Check for spyware on your system by using anti-spyware software.
  • Choose a password that cannot be easily guessed and never write your password down. 
  • Never respond to an email that asks for your personal banking information.
  • Never leave the computer unattended while performing transactions online.
  • If possible, use a firewall.
  • Keep your Operating System updated with patches.

Learn more about Online Security and Scam Protection. 

How do I change my eStatement preferences?

You can enable or disable accounts for eStatements in the Settings menu of our Mobile Banking App, in the Services menu of Heritage Online or by calling 13 14 22.

Due to legislative requirements, if you have a joint account with a loan or credit account you won't be able to nominate for eStatements online. Please complete and return our eStatement Application for Registration form to update your preferences.

Why can't I view or download my eStatements?

Members using Internet Explorer may experience problems when attempting to view and download eStatements. This issue is due to an option in the browser’s advanced settings that prevents encrypted pages from saving to disk. When this option is selected, any secure downloads will fail.

You can address this issue by making the following temporary change to your browser settings:

Click on “Tools” and select “Internet Options”. In the Internet Options window, select the “Advanced” tab and scroll down to the section on Security. Under this heading you will find the checkbox ‘Do not save encrypted pages to disk’. Ensure that this checkbox is not ticked when attempting to download your eStatement and click on the “OK” button.

For our minimum system requirements for using Heritage Online please view our System and Browser Requirements. 

Why does Heritage Online log me out after some time?

Our automatic time out feature reduces the chance of an unauthorised party gaining access to your personal information. If you leave your Heritage Online session idle for too long, your session will be terminated and you will be required to login again. This security feature cannot be changed on an individual basis and is applicable to all members.

I can't find the information I need about Heritage Online.

Visit our Heritage Online Internet Banking Help Centre to find more information on getting started with internet banking, managing your details, transactions and statements, transferring money and password help. Alternatively call us 24/7 on 13 14 22.

Pay Anyone FAQ's

What is Pay Anyone?

Pay Anyone is a password feature that allows you to add new internal or external payees. It is an alternative to SMS Security, and allows you to authorise new payees in Heritage Online by entering a set password (rather than a one time password sent to your device).

How do I add a new payee using a Pay Anyone Password?

Heritage Online

In Heritage Online, the Pay Anyone process is streamlined. To perform a transfer to a new destination, simply enter the details of the new destination into the fields provided.

The system will automatically detect that it's a new payee and ask for the appropriate authentication. This will be either a Pay Anyone Password or a One Time Password depending on your settings.

Once the payee is added you can complete the transfer as normal. To learn more about transferring money in Heritage Online you can also watch this helpful how-to video.

Mobile Banking App

Adding a new Heritage or inter-bank payee in our Mobile Banking App is easy. Make sure your device is authenticated before getting started.

  1. Go to Move Money on the home screen or in the ☰ menu.
  2. Select your from account.
  3. Click on the Someone New button and select the type of payee you wish to add.
  4. Input your payee's account details and check they are correct. Press continue. 
  5. Complete the transfer as normal.

How do I delete a payee?

Heritage Online

  • Login to Heritage Online.
  • Select Transfers from the main menu.
  • Select either Manage Heritage Payees or Manage Inter-bank Payees
  • Go to the payee you wish to delete and click More Options in the last column.
  • Select Delete. A confirmation screen will appear for you to check you've selected the right payee.
  • Confirm Yes or No.

Mobile Banking App

When making a payment, select My Payees.

If using an Apple device, swipe from right to left to delete your selected payee.

If using an Android device, hold your finger on the payee to delete your selected payee.

How can I stop automatic payments from my account?

Stop a scheduled transfer

If the automatic payment is a scheduled transfer that you set up in Heritage Online, follow these steps to stop the payment. 

Stop a direct debit

A direct debit is an automatic payment set up using your BSB and Account Number with an external merchant such as your gym or utility company.

To stop a direct debit, you may contact us and give us recognised instructions to place a stop on the payment. We will place a stop on all future direct debits from that merchant to ensure no further payments are debited to your account. If there are multiple payments associated with the direct debit and you want some of those payments to continue, you will need to establish a new arrangement for those payments.

Alternatively, you can contact the merchant your direct debit was established with. This will ensure your payment is cancelled within the conditions of your agreement with them.

Dispute a direct debit

If you believe a direct debit to your account was not authorised, you can either:

  • contact us and give us recognised instructions to dispute the transaction. We will investigate the transaction and tell you about our findings; or
  • contact the direct debit user and dispute the transaction with them.

Stop a recurring card payment

Recurring payments you have authorised by providing your debit or credit card number are different to a direct debit as explained above. To stop a recurring card payment you can contact the merchant who is receiving the payment. This will ensure your payment is cancelled within the conditions of your agreement with them.

Alternatively, Heritage can cancel your card and issue you a card with a different card number. This option would require you to update any other payments you may have set up using your card details.


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Our local Australian contact centre is waiting for you. Call 13 14 22 or if overseas, call +617 4694 9000.